This document provides an overview and objectives for a chapter about working with people in a technical field from an A+ Guide to Managing and Maintaining Your PC textbook. The chapter discusses important interpersonal skills for technical support technicians, including listening to customers, setting expectations, avoiding distractions on-site, and escalating problems when needed. It also covers certifications, record keeping, initial customer contacts, interviewing customers, and ensuring the customer is satisfied before closing a case.

1. A+ Guide to Managing and Maintaining Your PC, 7th
Edition 3-1
Chapter 3
Working with People in a Technical World
At a Glance
Instructor’s Manual Table of Contents
• Overview
• Objectives
• Teaching Tips
• Quick Quizzes
• Class Discussion Topics
• Additional Projects
• Additional Resources
• Key Terms

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Lecture Notes
Overview
In this chapter, the focus is on relating to people and the student’s career as a professional PC
support technician. As a professional PC technician, the student can manage his or her career
by staying abreast of new technology, using every available resource to do his or her job well,
and striving for top professional certifications. Knowing how to effectively work with people in
a technical world is one of the most sought-after skills in today’s service-oriented work
environments. It is important to be technically proficient, but the skills learned in this chapter
just might be the ones that make a student stand out above the crowd to land that new job or
promotion.
In this chapter, the student will learn about the job roles of a professional PC support
technician, including the certifications, record keeping, and informational tools the student
might use. The chapter also focuses on interpersonal skills (people skills) needed by a technical
support technician.
Chapter Objectives
After reading this chapter and completing the exercises, the student will learn:
• About some job roles and responsibilities of those who sell, fix, or support personal
computers
• What customers want and expect beyond your technical abilities
• How to interact with customers when selling, servicing, and supporting personal
computers
Teaching Tips
Job Roles and Responsibilities
1. Briefly describe the various roles performed by a PC technician.
a. PC support technician
b. PC service technician
c. Technical retail associate
d. Bench technician
e. Help-desk technician
Certifications and Professional Organizations
1. Emphasize the benefits associated with obtaining certifications and advanced degrees.

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2. Introduce the most significant certifying organization for PC technicians, the
Computing Technology Industry Association (CompTIA).
a. Point out that CompTIA sponsors the A+ Certification Program and manages the
exams.
Teaching
Tip
More information regarding CompTIA for A+ Certification may be found at:
http://www.comptia.org/certifications/listed/a.aspx
3. Encourage students to download the CompTIA A+ Objectives on the CompTIA site to
get the list of objectives for the latest exams, which are currently the A+ 2009 exams.
4. Discuss the two exams that must be passed for A+ Certification.
a. The A+ 220-701 exam that covers content on hardware, operating systems, security,
and soft skills (skills involving relationships with people).
b. Point out that passing the A+ 220-701 exam validates entry-level skills in any PC
repair job.
c. The A+ 220-702 exam is necessary for A+ Certification.
5. Advise students that A+ Certification has industry recognition, so it should be the first
choice for certification as a PC technician.
6. Note that other certification programs are vendor specific.
a. Mention that a number of certifications are available for Microsoft, Novell, and
Cisco products.
7. Indicate that in addition to obtaining certifications and advanced degrees, PC
technicians should stay abreast of new technologies.
a. Provide helpful resources.
Teaching
Tip
More information regarding the benefits of CompTIA for A+ Certification may
be found at: http://certification.about.com/od/aresources/a/aplusbenefits.htm
Record-Keeping and Information Tools
1. Explain that service organizations will probably have most of the tools a PC technician
needs to provide support including forms, online recordkeeping, procedures, and
manuals.
a. Note that in some cases, help-desk support personnel might have software to help
them do their jobs such as programs that support the remote control of customers’
PCs.
2. Review the list of resources, records, and information tools that can help a technician
support a PC.
• The specific software or hardware supported

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• Copy of user documentation
• More technical software or hardware documentation
• Online help targeted to field/help-desk technicians
• Expert systems to analyze and solve problems
• Call tracking systems
Teaching
Tip
More information on IT help desk software comparison information may be
found at: http://www.manageengine.com/products/service-desk/compare-help-
desk-software.html
What Customers Want: Beyond Technical Know-How
1. Emphasize that customer satisfaction is the most significant indication that a PC
technician is doing a good job.
2. Explain how the PC technician can achieve positive customer satisfaction.
3. Define the terms internal customer and external customer.
4. Review the traits of an exemplary PC technician.
• A positive and helpful attitude
• Listening without interrupting the customer
• Proper and polite language
• Sensitivity to cultural differences
• Taking ownership of the problem
• Dependability
• Credibility
• Integrity and honesty
• Looking and behaving professionally
Teaching
Tip
More information on customer satisfaction surveys may be found at:
http://management.about.com/od/competitiveinfo/a/CustomerSatSurv.htm
Quick Quiz 1
1. A(n) ____________________ technician works in a lab environment, might not interact
with users of the PCs being repaired, and is not permanently responsible for them.
Answer: bench

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2. True or False: The A+ Certification should be a student’s first choice for certification as
a PC technician.
Answer: True
3. A(n) ____________________ is software that is designed and written to help solve
problems.
Answer: expert system
4. True or False: Call tracking can be done electronically.
Answer: True
5. When someone initiates a call for help, the technician starts the process by creating a(n)
____________________.
Answer: ticket
Planning for Good Service
1. Emphasize that customers want good service.
2. Explain that good service delivery is dependent on a plan when servicing customers on
the phone, online, on site, or in a shop.
Initial Contact with a Customer
1. Describe different situations that may provide an initial customer contact.
• Retail setting
• When the technician goes to the customer’s site
• When the customer calls the technician on the phone
• When the customer reaches the technician by chat or e-mail
2. Remind students to always follow the specific guidelines of their employer.
3. Discuss the general guidelines for beginning a site visit professionally.
a. Be prepared by reviewing information provided by whoever took the call.
b. Arrive with a complete set of appropriate equipment.
c. Greet the customer in a friendly manner.
d. Use Mr. or Ms. and last names rather than first names when addressing the
customer.
e. At a residence, know that you should never stay at a site when only a minor is
present.
4. Note that after initial greetings, the first thing a technician should do is listen and ask
questions.
a. Emphasize that a technician should save paperwork for later or have the essentials
already filled out before reaching the site.
5. Discuss the general guidelines for beginning a phone call professionally.

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a. Identify yourself and your organization.
b. Ask for and write down the name and phone number of the caller.
c. Follow company policies to obtain other specific information required when
answering an initial call.
d. Be familiar with company customer service policies.
e. After obtaining all the information needed, open up the conversation for the caller to
describe the problem.
Interview the Customer
1. Emphasize that troubleshooting begins by interviewing the user.
2. Review steps in the interview process.
a. Ask the user questions.
b. Take notes and keep asking questions until the problem is thoroughly understood.
c. Have the customer reproduce the problem, and carefully note each step taken and its
results.
3. Review the questions that can help a technician learn as much as s/he can about the
problem and its root cause.
a. Please describe the problem. What error messages, unusual displays, or failures did
you see?
b. When did the problem start?
c. What was the situation when the problem occurred?
d. What programs or software were you using?
e. Did you move your computer system recently?
f. Has there been a recent thunderstorm or electrical problem?
g. Have you made any hardware, software, or configuration changes?
h. Has someone else used your computer recently?
i. Is there some valuable data on your system that is not backed up that I should know
about before I start working on the problem?
j. Can you show me how to reproduce the problem?
4. Explain why the technician should repeat the problem back to the client.
5. Emphasize that the technician must use diplomacy and good manners when working
with a user to solve a problem.
Set and Meet Customer Expectations
1. Explain why a professional technician should set and meet expectations with a
customer.
2. Review ways to set expectations.
a. Establish a timeline with the customer for the completion of a project.
b. Give the customer an opportunity to make decisions about repairs to the customer’s
equipment.

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Working With a Customer on Site
1. Emphasize the importance of avoiding distractions during work.
2. Describe distractions and review ways to avoid them.
a. Do not accept personal calls on your cell phone.
b. Answer calls from work, but keep the call to a minimum.
c. Be as unobtrusive as possible.
d. Consider yourself a guest in the customer’s office or residence. Do not make a big
mess.
e. Protect the customer’s confidential materials.
3. Review general guidelines a technician should follow when working at a user’s desk.
a. Do not take over the mouse or keyboard from the user without permission.
b. Ask permission again before you use the printer or other equipment.
c. Do not use the phone without permission.
d. Do not pile belongings and tools on top of the user’s papers, books, and so forth.
e. Accept personal inconvenience to accommodate the user’s urgent business needs.
f. If the user is present, ask permission before you make a software or hardware
change, even if the user has just given you permission to interact with the PC.
4. Explain to students how a technician can consider themselves a support to the user as
well as to the PC when appropriate.
Working With a Customer on the Phone
1. Emphasize that and explain why phone support requires more interaction with
customers than any other type of PC support.
2. Describe skill that can assist in phone support.
a. Being able to visualize what the customer sees at his or her PC.
b. Excellent communication skills, good phone manners, and lots of patience.
c. Drawing diagrams and taking notes as a technician speaks with the user.
3. Review good manners that should be practiced while speaking on the phone with the
user.
Dealing with Difficult Customers
1. Emphasize that a help-desk call is the most difficult situation to handle when a customer
is not knowledgeable about how to use a computer.
2. Note that when on site, a technician can put a PC in good repair without depending on a
customer.
3. Review the tips for handling the situation when a phone customer is not knowledgeable.
a. Be specific with your instructions.

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b. Do not ask the customer to do something that might destroy settings or files without
first having the customer back them up carefully.
c. Frequently ask the customer what is displayed on the screen to help you track the
keystrokes and action.
d. Follow along at your own PC. It is easier to direct the customer, keystroke by
keystroke, if you are doing the same things.
e. Give the customer plenty of opportunity to ask questions.
f. Compliment the customer whenever you can to help the customer gain confidence.
g. If you determine that the customer cannot help you solve the problem without a lot
of coaching, you might need to tactfully request that the caller have someone with
more experience call you. The customer will most likely breathe a sigh of relief and
have someone take over the problem.
4. Review the tips for handling the situation when the customer is overly confident
a. Compliment the customer’s knowledge, experience, or insight when possible.
b. Slow the conversation down.
c. Do not back off from using problem-solving skills.
d. Be careful not to accuse the customer of making a mistake.
e. Even though the customer might be using technical jargon, keep to your policy of
not doing so with this customer unless you are convinced he truly understands you.
5. Review the suggestions for handling the situation when the customer complains.
a. Be an active listener and let customers know they are not being ignored.
b. Give the customer a little time to vent and apologize when you can.
c. Do not be defensive.
d. Know how your employer wants you to handle a situation where you are verbally
abused.
e. If the customer is complaining about a product or service that is not from your
company, do not start off by saying, “That’s not our problem.” Instead, listen to the
customer complain. Do not appear as though you do not care.
f. If the complaint is against you or your product, identify the underlying problem if
possible.
g. Sometimes simply making progress or reducing the problem to a manageable state
reduces the customer’s anxiety.
h. Point out ways that you think communication could be improved.
The Customer Decides When the Work Is Done
1. Emphasize that a technician must allow the customer to decide when the service is
finished to his or her satisfaction.
a. For remote support, generally the customer ends the call or chat session, not the
technician.
b. For on-site work, after a technician has solved the problem, complete these tasks
before closing the call:
• If you changed anything on the PC after you booted it, reboot one more time to
make sure you have not caused a problem with the boot.

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• Allow the customer enough time to be fully satisfied that all is working. Does
the printer work? Print a test page. Does the network connection work? Can the
customer log on to the network and access data on it?
• If you backed up data before working on the problem and then restored the data
from backups, ask the user to verify that the data is fully restored.
• Review the service call with the customer. Summarize the instructions and
explanations you have given during the call. This is an appropriate time to fill
out your paperwork and explain to the customer what you have written. Then
ask if she has any questions.
• Explain preventive maintenance to the customer (such as deleting temporary
files from the hard drive or cleaning the mouse). Most customers do not have
preventive maintenance contracts for their PCs and appreciate the time you take
to show them how they can take better care of their computers.
2. Point out that it is a good idea to follow up later with the customer and ask if he is still
satisfied with your work and if he has any more questions.
Sometimes You Must Escalate a Problem
1. Advise students to escalate a problem only after all options have been exhausted.
2. Review the guidelines for escalation, including the use of proper organizational
channels.
The Job Isn’t Finished Until the Paperwork Is Done
1. Describe the type of information a customer expects about a technician’s services.
2. Explain the advantages of using the electronic tracking system dynamically during a
technical support phone call.
3. Explain what to do if the technician does not have an electronic tracking system
Working with Coworkers
1. Encourage students to be a professional when working with coworkers.
a. Learn not to be offended when someone lets you down or does not please you.
b. Practice good organizational skills.
c. Know your limitations and be willing to admit when you cannot do something.
d. Learn how to handle conflict at work.
Teaching
Tip
More information on working with coworkers may be found at:
http://www.allbusiness.com/human-resources/workforce-management-conflict-
resolution/11133-1.html

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Quick Quiz 2
1. True or False: A technician does not have to be concerned about internal customer
satisfaction.
Answer: False
2. True or False: For an onsite service call, after initial greetings, the first thing a
technician should do is reboot the computer.
Answer: False
3. True or False: If the site is a residence, a technician should never stay at a site when
only a minor is present.
Answer: True
4. ____________________ begins by interviewing the user.
A. Escalation
B. Documentation
C. Troubleshooting
D. Ticket recording
Answer: C
5. Knowing how to ____________________ a problem to those higher in the support
chain is one of the first things you should learn on a new job.
Answer: escalate
Class Discussion Topics
1. What is the value in obtaining certifications and advanced degrees?
2. Why is it important to involve a customer in the problem-solving process?
Additional Projects
1. Identify and briefly describe three to five certification programs offered for Microsoft
products. In your own words, explain why it preferable to purse these vendor specific
certifications after obtaining an A+ certification. Provide a response in three to four
paragraphs.
2. Compare the delivery of technical support on-site and over the phone. List three to five
similarities between the two skill sets. Additionally, list three to five differences.
Express your opinion about whether one job is more difficult than the other.

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Additional Resources
1. More Information on Computer Certification Programs
http://en.wikipedia.org/wiki/CompTIA
2. Study Resources for Computer Certification Exams:
http://www.techexams.net/index.shtml
3. Certification Magazine Online
http://www.certmag.com
4. Certification Magazine Online: Salary Survey 2008
http://www.certmag.com/read.php?in=3656
5. The Definitive Guide to A+ Certification
http://certification.about.com/cs/aresources/a/aplusguide.htm
Key Terms
A+ Certification: A certification awarded by CompTIA (The Computer Technology
Industry Association) that measures a PC technician’s knowledge and skills.
call tracking: A system that tracks the dates, times, and transactions of help-desk or on-
site PC support calls, including the problem presented, the issues addressed, who did
what, and when and how each call was resolved.
escalate: When a technician passes a customer’s problem to higher organizational
levels because he or he cannot solve the problem.
expert systems: Software that uses a database of known facts and rules to simulate a
human expert’s reasoning and decision-making processes.
technical documentation: The technical reference manuals, included with software
packages and peripherals, that provide directions for installation, usage, and
troubleshooting. The information extends beyond that given in user manuals.
ticket: The ticket is entered into the call-tracking system and stays open until the issue
is resolved.